Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ?Date / Transaction: 08/22/2024 ?Amount Paid: $694.45 ?What business committed to provide: Plumbing services in the 3 quote options given, did not have to be done, and yet my mother was charged even though the tech did not have to perform the work he quoted for. According to **** reviews, this is a common PREDATORY PRACTICE of this company and has happened to couples other unsuspecting citizens, before my mother. They PREY ON and EXPLOIT ELDERLY PEOPLE everyday as a part of their shady business practices. ?What the nature of the dispute is: FINANCIAL FRAUD, ELDERLY EXPLOITATION, BAIT & SWITCH ?If business has tried to resolve the problem: NO, they just sent several emails repeating the same thing: 'We do not give itemized invoices for the work we provide. There were 3 quotes given up front and your mother agreed and signed. She was deliberately confused about the work required, and even fear tactics used to scare her of a possible fire (which was never even a concern). Tech did not like being questioned and became aggressive in our home and made us both fearful for our safety!

  Business Response

  Date: 09/17/2024

  Dear Ms. ******************* appreciate your feedback regarding the recent plumbing service at your mother's home. It is important for you to understand that we are a flat rate company. We provide a flat rate price to the customer. This also includes industry leading warranties and guarantees. The pricing is always presented to the customer prior to any work being done. This allows the customer to make an informed and educated decision on their home maintenance needs.

  Regarding accusations of elder abuse and exploitation there is no basis for those claims with the service provided to your mother at her home. The decision to proceed with the work was made by your mother who was fully informed of the cost for the repairs and signed acknowledging as such. Our technicians are trained to communicate clearly and respectfully and we stand by their professionalism in handling all customer interactions.

  This information and other additional, including your interaction with our technician and our online reviews, was sent to you via email correspondence with a member of our Executive Team.

  If you would like to discuss this further I encourage you to reach out to the ****************************** directly. Thank you and have a wonderful day. 

  Kind Regards,

  ******* ******

  Customer Experience Supervisor

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22245893
  
  I am rejecting this response because: It is the same exact repetitive response from ***, with no resolution offered. We will not pay their extorted rates, for the service that was ACTUALLY performed, which is far different than the three 'flat rate quotes' that were originally given. No new resolutions have been proposed. Please read attached PDF. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/27/2024

  Dear Ms. ********************** you for responding. We are truly disappointed that we were not able to come to a resolution. Based on the information in our system and the actual charges there were three individual discounts provided. The cost approved and signed for was the original price. After the discounts were applied the cost was significantly less. 

  Regarding the itemized billing we are a flat rate company and never charge by the hour, only by the job. The reason that you are receiving the same response is due to the protocol staying the same. The work was completed to your mother's satisfaction, signed for and currently in working order. As this has been completed and discounts were applied there would be no refund due at this time. Thank you and have a wonderful day.

  Regards,

  The Customer Experience Department

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22245893
  
  I am rejecting this response because:
  
  Im writing in regards to a specific open case involving ABC Plumbing. I am not able to add this to the file, but want it included, to case # **********D9E. I have made myself crystal clear to ***, that they are NOT to contact my elderly mother, who is dealing with terminal bone cancer; she does not need the stress ABC has already caused her. As her daughter and Power of Attorney, Ive made myself clear, that all correspondence is to be with me directly, and only me. Yet, they have totally ignored that request and contacted my mother by email again today (but failed to even CC me on the email they sent her), offering NO PROPOSED RESOLUTION, but that she contact them for an amount they claim is outstanding. I see this as harassment and and further exploitation of my elderly mother, to talk on the phone with them, so they can cover their conniving tracks. *** IS TO CEASE AND DESIST FROM ANY FUTURE CONTACT with my mother, by phone or email! In regards to my willingness to participate in any further discussions, regarding this same issue that they have refused to resolve all this time, I am asking that ALL CORRESPONDENCE BE IN WRITING, there will be no phone calls. Furthermore, unless or until, you present a VALID OFFER for our acceptance, then please do not waste anymore of my time either and please CEASE AND DESIST from contacting me as well. I dont have time in my day to go round in circles, when no resolution has been presented thus far. Please forward this message to the company and make the public aware if their tactics. ***** ********

  Business Response

  Date: 10/01/2024

  Dear Ms. ********************* you for the clarification. I have advised our ********************* of this information and they will only be in touch with you via email. 

  We apologize for the inconvenience, however, we are a flat rate company therefore an itemized invoice would not possible. As previously stated, the work has been completed and confirmed that it is working properly. It is not within our ability to determine a person's state of mind. Only to assist and make the necessary repairs regarding their home maintenance. 

  Our ********************* has your information and will proceed accordingly. Thank you and have a wonderful day.

  Kind Regards,

  ******* ******

  Customer Experience Supervisor

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22245893
  
  I am rejecting this response because:

  This company is missing the point, which is not for them to determine my mothers mental state, but to not deliberately confused her with your fraudulent quotes. She was given 3 quotes and chose one, based on what the tech suggested needed to be done. The problem is this: ***** DID NOT PERFORM THE WORK HE QUOTED HER FOR; no water source had to be shut off, it was a simple valve replacementand he didnt even do that right and left it loose! 
  ABC has done this bait & switch to several people, who have posted about it on Yelp and ****** reviews. They use predatory practices and exploit elderly people, by manipulating them on the terms of what they are paying for and what is actually done. 
  We would like to pay for the actual service that was done, but will not agree to their insanely inflated price. Unless *** has a new offer for us to accept, this issue is complete and they are to cease and desist ALL communication with us, by phone, email or postal service. If they would like to bring forth legal action, we are prepared to win a counter suit, as the law does not take elderly exploitation lightly. I will not spend anymore time on this issue, nor will we be harassed by this company who is playing predatory games with us as well as other clients. 
  Make a reasonable offer to settle this matter, or proceed as you wish and govern yourselves accordingly. 

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of installation - 5/6/2024. *** paid to *** - $1,594 deposit. ABC Plumbing and Air committed to install a FULLY FUNCTIONING 2 ton **************************** my condo. Nature of dispute - I now have a leak somewhere in the ** coolant lines which *** is unable to find. They are supposed to install NEW coolant lines, but have failed so far to do so - my ********* will approve their latest plans(must be detailed on External Mod form for Eastwood Shores IV), but *** has failed to submit these FINAL detailed plans. *** already has ALL the photos and information they need from weeks ago to submit the form, but has not done so. *** has sent out numerous techs over the months to no avail...still no WORKING **. Note: My 30 year old TRANE **, which they removed, was still functioning properly...just working harder during the heat of the day. I heard one of ***'s radio ads several days before the installation on May 6, 2024....*** was offering a FREE air handler with the purchase of a new ** system.

  Business Response

  Date: 08/12/2024

  Dear *** *******, 

  Thank you for sharing your experience. We have been working with you and the *** to approve the adjustments that are necessary to install this unit. We have not received the approval, from the ***, on the new way to complete this. We would like to return and complete this job as soon as possible pending the *** approval. 

  Please reach out to me directly once the approval has been confirmed with the ***. At that time I will place you on the schedule for the adjustments and to complete the installation. Thank you and have a wonderful day. 

  Regards,

  The Customer Experience Department

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22127998
  
  I am rejecting this response because: ABC Plumbing and Air has NOT, and I repeat, has NOT, sent the FINAL external modification form to our HOA(Eastwood Shores IV).  I spoke with the president of our board, **** ******, just yesterday, and she said the board has NOT received the new EXTERNAL MODIFICATION form from ***. This is now the beginning of the 4th month since the initial AC installation....and it is still not working.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 10/28/2024

   
  Better Business Bureau:
  
  Everything is finished. Inspector came and passed, we paid the balance. It took 5 months to complete everything.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived at my mothers condo on 28 June 2024 to find the indoor temperature 91 degrees. I searched around for info regarding the companies she used for repairs and could not find anything. Desperate to get the ** repaired quickly due to my health problems. I called *** Plumbing, Air, Heat. They informed me that there would be a$249.00 rooftop access charge, in addition to any necessary repairs. The technician, **************** arrived to access the unit and troubleshoot the problem. He stated the capacitor was broken and needed to be replaced. He left, got the part and returned to make the repair. I asked him if there was any info on the unit indicating who installed it and he stated Superior. I wrote a check out for $797.00 and asked that the receipt be emailed to me. I did not get the emailed receipt and had to call *** on 8 July 2024. The invoice #***** had only 2 line entries.Line 1 indicated a charge of $249.00 for a cooling tune up, not rooftop access.Line 2 indicated a charge of $548.00 to replace run capacitor 5MFD/370v no motor.I appreciated that they could get this repair done quickly, however in hindsight, I have to question their overpricing, billing practices, and ways of doing business. I called customer service and questioned the $249.00 tune up and asked for an itemized bill. She stated we dont give out itemized bills and have not done so for 70 years. You agreed to pay these charges.Incidentaly, I called Superior to find out that this ** unit is under warranty and my Mom has a 4 year service contract that does not expire until 2026. Superior customer service was shocked at the amount of money I paid to have a capacitor replaced. She said I was ripped off by *** and should stop payment on the check.It would have been nice for the *** tech to be honest and up front about Superiors info being on the unit, at most I would have paid him $249.00 to get on a ladder to access the roof.Please investigate unitemized billing too.

  Business Response

  Date: 08/04/2024

  Dear ****************,

  Thank you for sharing your mother's experience. It is important to understand that we are a flat rate company. We provide all costs up front to the customer prior to any work being started. This enables the customer to make an educated, informed decision regarding their home maintenance. 

  When working with warranty situations the customer is able provide the receipt to the company holding the warranty. That company should be responsible to reimburse the customer the charges paid for the warrantied part. It is not our ability to provide warranty information on units that we did not install. 

  If you would like to discuss this further, I encourage you to reach out to the ****************************** directly. Thank you and have a wonderful day.

  Sincerely,

  The Customer Experience Team

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21957053
  
  I am rejecting this response because:

  Shouldnt your response have been received weeks ago?  You certainly have not handled this complaint within the timeframe specified by the BBB.  This clearly indicates a careless disregard for customer service by your company ABC ********************** Air and Heat. 
  Under the circumstances of arriving at my Mothers condo to find the indoor temperature at 91 + degrees, I did not have time to search for an existing contract due to health concerns.  Your technician did not act in good faith to alert me that the unit on the roof was relatively new and included Superiors  contact information. Had he done that,  I would have paid him the outrageous overcharge of $249.00 for rooftop access and sent him on his way.  This is a predatory way of doing business. 
  Furthermore, with regards to your billing practices of flat rate billing, in my opinion, that is a rip off. Another way for you to overcharge your customers.  Replacing a defective capacitor should not have cost $797.00. 
  Under the circumstances, I expected a partial refund to compensate me for your predatory billing practices and dishonest way of conducting business. 
  It is my wish that this is posted so other customers in *********************** are not victimized and taken advantage of. In addition, Florida needs to regulate flat rate  billing practices to protect consumers from being ripped off by companies like ABC Plumbing, Air, and Heat.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2024 I had *** install a new air conditioner. Less than 1.5 years later the ** started blowing warm air. On May 21 I called and a technician came out but couldn't fix it. The following day they sent another one who discovered a leak in the refrigerant lines. Since then, I have been given no clear timetable on when this is will be fixed. Each day I get the same speech from the call center saying technicians will be sent out to fix the issue, but nothing ever happens. I have constantly asked for portable units in the meantime but received no reply. It is in the mid 90s here in ******* and this is becoming a health issue. It is impossible to actually talk to someone from the company since they use a call center to dispatch technicians. I feel helpless after spending so much on this new ** only for it to not work, and the company does not seem to care at all.

  Business Response

  Date: 05/31/2024

  Dear **************,

  I'm sorry to hear about your experience with our company. This is definitely not the level of service we aim to provide, and I understand your frustration. Please know that your comfort and satisfaction are our top priorities, especially in such crucial matters as air conditioning in *******'s heat.

  I apologize for the inconvenience caused by the delay in resolving the issue with your air conditioner. It's concerning to hear that our communication and response have not been up to par. I assure you that we are actively working to address the refrigerant leak and restore your AC to full functionality as soon as possible.

  Regarding your request for portable units, I apologize for the oversight in not responding to your inquiry. We will make arrangements to provide temporary cooling solutions for your comfort while the main issue is being addressed. Please rest assured that we take your concerns seriously, and we are committed to resolving this matter promptly.

  I will personally reach out to you to ensure that you receive timely updates and assistance moving forward.

  Sincerely,

  ***************************

  Customer Experience Supervisor

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** Plumbing installed my new air conditioning system in February. Since then I have had to call several times to have the system serviced. The company does not show up when they state they will. I called the 24 hour emergency service three times and no one responded. Last Monday 22 April 24, as per the terms of the contract, I requested the system be removed and my money returned. Since then the company has not responded to my calls. When I call the customer service department, I am told the assigned representative is in a meeting, but she never returns my calls.

  Business Response

  Date: 05/13/2024

  Dear ****************,

  I was disappointed to see that you have reached out to the BBB. When we last spoke you said that all was resolved and the technician that returned, to make the necessary corrections, was great. Please give me a call at your earliest convenience and I will work with you to make this right. Thank you and I look forward to speaking with you soon. 

  Sincerely,

  ***************************

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2023 I requested diagnostic services for my Air Conditioning unit that was not working at that time. The technician charged us $18.97 for the diagnostic service which we paid.with a credit card and sign to authorize. the payment. (Apparently), they used this signature on a maintenance contract without my knowledge. From September onward they have been charging me $14.97 monthly. I called them inquiring about these charges and requesting a reimbursement which they refuse to make. I NEVER CONSCIOUSLY SIGNED ANY SERVICE AGREEMENT AND DO NOT EVEN REMEMBER HAVING ANY CONVERSATION IN THIS REGARD We did not need and do not need a service agreement. As a matter of fact, on September 15 we bought a new unit with another company that included.two(2) years of maintenance in the purchase and sales price.

  Business Response

  Date: 02/22/2024

  Dear *****************************,

  We appreciate your feedback and concerns regarding the service you received. I have attempted to reach you to to inform you of the complete credit that was applied back to your card. The refund is for the 5 months after your service call that you were charged incorrectly. Thank you for your patience during this process. Please call the office directly to speak with Customer Experience should you require any additional assistance. 

  Sincerely,

  Customer Experience

  Customer Answer

  Date: 02/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************************************

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** to call an a/c company to have unit checked out. **************** called *** Heating an Air and they responded on 10/13/23. He advised them of the leak. They proceeded to tell him he needed ******* worth of work. They proceeded to do work and left. **************** thought **** was taken care of, but next morning i recieved call from him telling me his unit was still leaking. I went over to his unit and started looking at unit. I contacted an associate of mine who lives in lakeland telling him of the problem and he advised me that there were 2 things to check the alighment of coils over pan and if the pan was level. I removed front cover and immediatly saw that pan was out of level took photo of it then leveled unit an stabilized it. The issue of the leak solved. Unit was running fine from when i first looked at it to now.As of today the leak has not been fixed and was the very reason I called them "NOT TO FIX OTHER NEEDLESS ITEMS"

  Business Response

  Date: 02/19/2024

  Thank you for sharing your experience ****************. We appreciate your feedback and concerns regarding the service you received from *** Plumbing Air and Heat. We take customer satisfaction seriously and strive to provide comprehensive services to all of our valued customers. 

  At the time of service ************** performed a coil cleaning and replaced the capacitor and the contactor to make the necessary repairs. All of our services come with the guarantee that we will return, for no charge, should an issue present itself. In this instance it seems that the leaking issue has not been resolved. Please call the ****************************** to schedule our return to make this right. 

  Sincerely,

  ***************************

  Customer Experience Supervisor 

  ************* 

   

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The purpose of this complaint is to bring to your attention the issues I have encountered regarding the improper installation of my air conditioning unit and the failure to pass multiple inspections, both of which have resulted in significant inconvenience and discomfort for me as a consumer.Improper Installation of AC Unit:In June of 2022 I engaged *** Plumbing Air and Heat to install an air conditioning unit at my residence. Unfortunately, the installation was not carried out in a professional and competent manner. The technicians from *** Plumbing Air and Heat failed to adhere to industry standards and guidelines for installation, resulting in multiple issues with the functionality and performance of the unit causing an uncomfortable indoor environment.Failure to Pass Inspection:Following the installation, *** scheduled an inspection by the ************* to ensure that the newly installed air conditioning unit met the necessary safety and operational standards. Regrettably, the installation did not pass the inspection due to various violations of code and regulations. The inspector also expressed their concerns and has continued to fine the company. This outcome has left me deeply disappointed in the quality of workmanship and attention to detail displayed by *** Plumbing Air and Heat.Resolution Requested:A thorough inspection and rectification of the improper installation of the air conditioning unit, conducted by qualified and certified technicians within a reasonable timeframe.Reimbursement of the fees associated with the initial installation, as the service provided did not meet the expected standards and failed to pass inspection.I am hopeful that *** Plumbing Air and Heat will take swift action to address these concerns and provide the necessary remedies to rectify the situation. In the event that a satisfactory resolution is not achieved, I am prepared to explore further avenues to ensure that my rights as a consumer are upheld.

  Business Response

  Date: 09/11/2023

  Thank you ************** for reaching out to inform us of the ongoing issue with your recently installed system. We have been working with you and a third party company to resolve the issues that led to the failed inspection. It is of the highest priority to have the issues taken care of as soon as possible for you. We will stay in touch with you every step of the way until the corrections have been made and all has been completed. 

  Regards,

  Customer Experience Team

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 10 2023, I made two payments through my credit card ending with the number ****, to *** Plumbing, ********** for $1.756.48, and for $585.49 for the installation of the gas connections that I contracted with them that same day. I listened to all instructions and suggestions made from the tech *** sent to my house so I accepted the service looking for the proper advice and technical support in order to meet the requirements of the city and those of the gas supplier (AmeriGas). My claim is based on the fact that the gas tank was not where it should've been located at according to current regulations, but I was never informed of this and ***s still continued to proceed with their install and new lines rather than using the preexisting lines already on the property.Second, the AmeriGas inspector even advised that the best and most recommendable thing to do would have been to use the copper gas line already installed in the house and that went directly to where the tank is was being relocated to. I do not understand why ***s technician did not give me the necessary information to have the option of at least being able to choose the installation we wanted before proceeding.Third, I had to pay another plumber, one Gas Guru, to redo the connection *** failed at completing per code.Fourth, we werent able to use our gas appliances; we were forced to buy an electric stove to cook and heat up water to shower,also had to take our laundry to a laundromat.And last, and most importantly, the technician did the installation in a way that was more convenient for him, completely neglecting the needs of my household and without taking into account the safety of my family or proper coding.

  Business Response

  Date: 08/21/2023

  Dear ******************,
  We appreciate you taking the time to reach out regarding your recent plumbing service. It is incredibly important to us to ensure that all of our customers are educated and well-informed about their home systems before making a decision regarding repair. In this case, we were in contact with you and tried to make our best attempt to repair your system in a timely manner. We were unable to assist you any further without coming back out to your home to access and correct any issues that you were having. We are glad that you called in to speak to our Customer Experience Team, but do apologize if there was any miscommunication regarding how the appropriate corrections to your system, if any, could be made. We are happy to return to make any necessary corrections.
  
  Sincerely,
  The *** Customer Experience Team

  Customer Answer

  Date: 09/12/2023

  In response to the invitation to contact *** Plumbing, Air & Heat, to make the necessary corrections to the installation carried out by them, I must remind to them that on several occasions I tried to do what *** Plumbing Air & Heat is offering.
  
  During May 23 and 24 of this year, I contacted the customer service ********** of *** ********************** Air & Heat, with a representative named ******, who answered me at the telephone number ************. She, Initially coordinated the visit of the technician to make the correction.  On May 24/2023, the technician named ********** showed up at my house and minutes later informed me that I had to pay an amount that I don't exactly remember but it was around $1,700.00 for the correction service of the facility.  He informed him that they had to make the corrections as a guarantee for having done a wrong job, as he had explained to ****** over the phone.  The technician called his company and told me that there was no guarantee and that he had to pay for the service as a new one.  I did not accept and he withdrew.  A little later I received the call from ****** again who sent the same technician back and offered me a discount that lowered the value of the service to a figure close to $1,200 and two cards of $100.00 each, which they would give me to be used in services futures.  I rejected the offer again, explaining to the technician that I only wanted my installation to be corrected in order to receive service from the gas supplier;  but that to get out of the problem once and for all, he would be willing to pay them half of the new value, which they did not accept.
  
   I tried to find a solution by calling ****** again, but in the end she didn't respond to my messages anymore and I had to hire a plumber at the company "Gas Guru", who made the corrections that allowed the AmeriGas inspector to enable the filling service and connection of my gas tank.
  
  Having clarified the above, it is not feasible to repair what I already had to pay again, without taking into account the collateral damages that were generated to the well-being of myself and my family, for which I request a full refund of the money.
  
  Thank you for your kind help with this matter.

  Business Response

  Date: 09/13/2023

  Dear ******************,
  We appreciate you reaching out regarding your recent plumbing experience. We are sorry to hear that you are dissatisfied with the work performed and understand that you continued to experience issues. We know that you were dissatisfied with the price that you were given for the additional work that needed to be done at the home. At *** we provide all of our prices up front so our customers are fully informed about the scope of work before it begins. Because we use flat rate pricing, there is much more that is factored into the cost aside from simply parts and labor. We strive to put our customers first and offer peace of mind through same or next-day service,extended warranties, and a 100% satisfaction guarantee. Please feel free to reach out to discuss further.
  
  Sincerely,
  *** Customer Experience Team

  Customer Answer

  Date: 09/22/2023

  In response to the businesss reply, I should point out that giving the costs up front does not ensure that the finished result from the business **** Plumbing) will be satisfactory or up to any standard. In this instance, the services were not only unacceptable but also failed a gas company inspection (can provide the paperwork for this if need be), which is why I had to call a different business and pay them more money to make the installation compliant. I'm not sure why it may appear that this is being brought up as a criticism of the rates because, had the services been adequate and in compliance, I would have happily been willing to pay the price.
  
  *** Plumbing did not give me the option of an email to directly communicate my concerns on this matter but rather I had to do it through a messaging feature on their website which was not helpful at all. My request for a refund was not granted and the company did not offer any assistance whatsoever in finding a solution. I would like them to read my initial email regarding the issues again, and since they claim to put their customers first and offer a "100% satisfaction guarantee," I would also like them to reconsider my request for a full refund.
  
  I'm not asking for any money back for the hardships my family had to undergo because we lacked the means to live properly; I'm just asking for compensation for the services I paid for but did not receive from *** Plumbing. I have plenty of email correspondence with my credit card company regarding the issues I had with *** including valid picture evidence of the non-compliant work that was provided, when it was provided. I look forward to seeing how I will be assisted otherwise I will be filing a complaint with the attorney general's office. 
  
  Best regards 
  
  *****************************

  Customer Answer

  Date: 09/22/2023

  In response to the businesss reply, I should point out that giving the costs up front does not ensure that the finished result from the business **** Plumbing) will be satisfactory or up to any standard. In this instance, the services were not only unacceptable but also failed a gas company inspection (can provide the paperwork for this if need be), which is why I had to call a different business and pay them more money to make the installation compliant. I'm not sure why it may appear that this is being brought up as a criticism of the rates because, had the services been adequate and in compliance, I would have happily been willing to pay the price.
  
  *** Plumbing did not give me the option of an email to directly communicate my concerns on this matter but rather I had to do it through a messaging feature on their website which was not helpful at all. My request for a refund was not granted and the company did not offer any assistance whatsoever in finding a solution. I would like them to read my initial email regarding the issues again, and since they claim to put their customers first and offer a "100% satisfaction guarantee," I would also like them to reconsider my request for a full refund.
  
  I'm not asking for any money back for the hardships my family had to undergo because we lacked the means to live properly; I'm just asking for compensation for the services I paid for but did not receive from *** Plumbing. I have plenty of email correspondence with my credit card company regarding the issues I had with *** including valid picture evidence of the non-compliant work that was provided, when it was provided. I look forward to seeing how I will be assisted otherwise I will be filing a complaint with the attorney general's office. 
  
  Best regards 
  
  *****************************

  Customer Answer

  Date: 10/06/2023

  I already sent 2 emails with attachments according to your request. I did it in two emails because seems like it's a problem sending multiple files in one single email.

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20473141
  
  I am rejecting this response because:

  I was contacted by ****** from *** Plumbing, Air & Heating, last week, because they're considering a compensation for the issues I had. I'm open to this, but I did request to receive all information in writing, to avoid any misunderstanding. 

  I have yet to receive any additional information. 

  I'll keep you posted regarding my case status.

   

  Thank you,

  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20473141
  
  I am rejecting this response because:
  

  The business has not addressed the issues brought to their attention and have only offered me gift cards and credits towards their services. In addition to paying *** PLUMBING, I stated I had to also pay another business to fix the services *** PLUMBING failed to provide. I am still looking for compensation to be provided since *** was incompetent of providing the service in the first place. 

   

   

   

  Thank you,

  *****************************

  ************.

  ********************

   

  Business Response

  Date: 12/05/2023

  Dear ******************,

  To clarify our 100% customer satisfaction guarantee. We stand behind this statement and will always work with our customers to uphold that guarantee.

  In regards to this situation, and service that we provided, we will always return to make the necessary corrections. When this was offered to you, at the time, the offer was declined. You hired a different company to return to make the corrections and place the gas tank where you had requested. All work performed by *** is to code and cannot be changed based on a customer's personal preference. 

  When the customer is not happy with any work that has been performed a courtesy compensation may be provided. ****** did offer to reimburse you for a portion of the work based on your dissatisfaction. You declined.

  We would be more than happy to return to make this right, which is the main point of our 100% satisfaction guarantee. However, we will not provide compensation to another company that falls under our warranty. 

  I appreciate the amount of time that you have been dealing with this. Due to your rejection of compensation and based on the facts, this complaint is closed in our system. Thank you and have a wonderful day.

   

  Sincerely, 

  The Customer Experience Department

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20473141
  
  I am rejecting this response because:

  I am writing in response to the statement provided by *** Plumbing regarding my complaint (Case ID: *********.

   

  I appreciate *** Plumbing reiterating its commitment to customer satisfaction. However, I would like to clarify the situation. While they mentioned an offer to return and make necessary corrections, it's essential to note that this was only presented after I sought services from another company to rectify the issues caused by *** Plumbing because they only offered to return if I paid for them to do so and not out of courtesy to rectify the issues brought to their attention in the first place. 

   

  Contrary to *** Plumbing's assertion that the offer was declined, the reality is that I sought services elsewhere as my primary concern was the necessity of immediate corrections and why would I go to a company that initially installed equipment wrong and then wanted to charge to even come out and look at what they needed to fix? Additionally, the decision to relocate the gas tank was not based on personal preference but was a directive from the gas company to comply with building codes and regulations so that statement is false and misleading. 

   

  I have previously provided *** Plumbing with documentation (and BBB), including photographs and the gas company's assessment which demonstrated that the initial installation did not meet the required standards. Unfortunately, despite my efforts, there seems to be a misunderstanding or oversight on their part.

   

  I am disappointed that *** Plumbing characterizes my dissatisfaction as a matter of personal preference. The primary issue lies in their failure to adhere to industry codes, subsequently necessitating the involvement of another company for corrective measures.

   

  In light of these circumstances, I am still requesting *** Plumbing to reconsider my request for a refund or partial reimbursement, as the additional expenses incurred were a result of rectifying their work to meet the required standards they claimed to have already done. I believe a fair resolution would be for *** Plumbing to cover the costs (US $500.00), associated with bringing the installation up to code , as initially contracted by their OWN personnel.

   

  I am prepared to resend all pertinent documentation supporting my claims, and I sincerely hope this matter can be resolved promptly. Thank you for your attention to this matter. 

   

  Kind regards, 

  ***************************;

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had the system put in on January 2, 2023. It was for a brand new Lennix air handler and ** exchange. The first complaint was about the grass that is dying from the fluid that the air handler is putting out. The next service call was because there was no heat and only ** coming out. The next service call was due to only heat coming out but no **. On the time they came out to restore the ** unit they had to switch out the box on the wall and wanted to charge me even more money on top of what Ive already paid by changing the box on the wall, it did not help give me any heat or ** or both. Ive only been even either having one or the other.. I paid $8995 for the system only to be without a service every day at this point in time I would just like to get my money back so that I can actually get a system that actually works. Now I am hesitant or a little scared about the warranty thats on this thing or who is going to be able to replace the stuff if need be, the two service calls have been each weekend basically since the first of the year Ive tried contacting corporate last week and still true no prevail still dont have a fully working furnace or ** unit I paid for a fully working system. At this time I feel like I will be like a target with this company at this time. In the end I do not know if it is the system or the team members that out it in. I have had no follow up from corporate as of January 23rd. One contact from ****** at home office in ********.

  Business Response

  Date: 01/25/2023

  Dear ******, 

  We appreciate your transparent feedback. According to our records, we are happy to see that your Customer Experience Specialist, ******, has contacted you and is partnering with management to address your concern. We look forward to a fair and equitable resolution. 

   

  Sincerely, 

  ABC Customer Experience Team

  Customer Answer

  Date: 01/26/2023

  I did receive a message online about the message that *** respond with. As
  of right now I can not accept what they wrote or the missing parts of the
  message. I have spoke with ****** (corporate ********)and an ****
  (********** ***). The only solution that was agreed upon was for them to
  set a date to remove the equipment. I have not heard back from them, only
  been a day. Once that is set I will agree. This company has failed me. I
  just want to move on.

  Business Response

  Date: 02/02/2023

  Dear ************, 

  We are happy to hear that a resolution has been met and your unit is scheduled for removal and you will be receiving a full refund. 

   

  Sincerely, 

  ABC Customer Experience Team

  Customer Answer

  Date: 02/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me on February 4th 2023 upon the removal and the refund of the full amount. 
  
  Sincerely,
  
  *********************